Welcome to our GP help page, a place where you can find all the relevant links and informational support to help you tackle any issues you might be facing in your role as a GP.
Dealing with Complaints
As a practice, there are certain procedures that you must follow if complaints are made. An official complaint that is made in writing to the practice should be dealt with by following its complaints procedure.
There are 4 key stages that a Practice should go through if a complaint is brought to them. This should be detailed in a complaints policy:
Stage 1 – Presentation – this stage relates to when the cause of concern is raised.
Stage 2 – Exploration – There are three levels to exploration, any, or all of which may be used. These include immediate action, initial enquiry, and full investigation.
Stage 3 – Action – The broad categories for intervention are treatment, learning, supervision/support, amendment of professional duties.
Stage 4 – Review – This is the stage where you review and assess the impact of the actions that have been put in place and agree what the next steps are.
For more information on what is covered in an investigation process, read the following document:
For more information on the process that is followed by NHS England when a concern is brought to their attention about a GP Practice, read this document https://www.england.nhs.uk/wp-content/uploads/2019/03/practical-guide-for-responding-to-concerns-about-medical-practice-v1.pdf
GMC Investigation
To find more information on what grounds the GMC would conduct an investigation and what process they may follow, read the following document https://www.gmc-uk.org/-/media/documents/dc4528-guidance-gmc-thresholds_pdf-48163325.pdf
For more information, including information regarding vexatious complaints, third party complaints and who can complain, please follow this link: https://www.bma.org.uk/advice-and-support/gp-practices/complaints-in-primary-care/complaints-in-primary-care
Complaints about Locums
To account for complaints involving locum GPs, practices must seek an agreement from locums that they will participate in the complaints procedure if required. As complaints can be made to the practice up to a year after the event, complaints might arise after the locum GP has moved on.
Practices should ensure locums involved in the complaints process are given every opportunity to respond to complaints. There should be no difference in how the process treats locums, salaried GPs or GP partners.
Dealing with complaints made against you personally
If you are subject to investigation or action by the GMC or other body you should contact your medical defense organisation however if you are not, you can contact the BMA employment advisors.
The?NHS Litigation Authority?provides indemnity to employees in respect of clinical negligence claims. This indemnity provides support for clinical negligence claims which arise from contracted NHS duties, but not for disciplinary issues, or referrals to the General Medical Council.
The NHS complaints process requires a clear separation of complaints from disciplinary action.
For more information on the above, including further links to more resources, please click the following link: https://www.bma.org.uk/advice-and-support/complaints-and-concerns/complaints/dealing-with-complaints-made-against-you-personally
What is PAG?
The Performance Advisory Groups’ (PAG) role is to consider concerns about a named individual, who is either included on the Performers List, has a prescribed connection to NHS England, or is a Pharmacist, and determine the most appropriate course of action. It can instruct an investigation where it considers it appropriate, and it can agree voluntary undertakings with a performer when low level concerns have been identified and the performer accepts this to be the case.
For more information, please click the following link: https://www.england.nhs.uk/contact-us/privacy-notice/how-we-use-your-information/health-care-professionals/managing-performance-concerns/
The process of PAG
Please read the following document for the framework through which NHS England will oversee and manage GP’s, Dentists & Optometrists who are registered as a performer on the NHS England National Performers list. https://www.england.nhs.uk/wp-content/uploads/2017/04/framework-managing-performer-concerns-v3.pdf
PLDP
GPs are referred to the PLDP (Performers List Decision Panel) by the PAG. Please read the below document for the framework for managing performer concerns. https://www.england.nhs.uk/wp-content/uploads/2017/04/framework-managing-performer-concerns-v3.pdf
Coroner
An inquest is held by a coroner when they decide a death may not be due to natural causes, or where the cause of death is unknown. GPs might be asked to give a statement about the care and treatment that they provided to the deceased patient and, if requested, attend inquests as a witness.
Regulations introduced in October 2019 in England and Wales mean doctors must notify the coroner of certain categories of deaths. For more information on these categories, please click the following link: https://www.themdu.com/guidance-and-advice/guides/coroners-inquiries. There is also a useful Q&A page on the above link which may help answer queries about specific scenarios.
If you require further information, the following link is a useful document for the ‘Guidelines to Doctors On Reporting Deaths to the Coroner’: https://www.nlg.nhs.uk/content/uploads/2013/12/Guidelines-to-Doctors-on-Reporting-Deaths-to-the-Coroner.pdf
Mental Health and Wellbeing Support
As a GP, it is important to look after your mental health and wellbeing as it can be a highly stressful job. We have compiled just a few of the resources out there for you.
NHS #LookingAfterYourTeam: https://www.england.nhs.uk/supporting-our-nhs-people/wellbeing-support-options/looking-after-you-too/
Mind: https://www.mind.org.uk/information-support/guides-to-support-and-services/
BMA: https://www.bma.org.uk/advice-and-support/your-wellbeing?gclid=EAIaIQobChMIxI_b5aGS8wIVgu_tCh01hQtfEAAYASAAEgIqzvD_BwE
RCGP: https://www.rcgp.org.uk/training-exams/practice/gp-wellbeing.aspx
Safehouse and COPE: https://avonlmc.co.uk/practice-support/pastoral-support/gp-safe-house/
CIPD: https://www.cipd.co.uk/knowledge/culture/well-being/factsheet
Practice Business: https://practicebusiness.co.uk/supporting-your-gp-staff
acas: https://www.acas.org.uk/coronavirus-mental-health/supporting-staff-mental-health
NHS People: https://people.nhs.uk/
NHS Practitioner Health: https://www.practitionerhealth.nhs.uk/
The King’s Fund: https://www.kingsfund.org.uk/publications/resources-supporting-mental-health-covid19